Review failure of their courier, but did not do anything to pay may items..

i am seller, i have to order id's concerned.. i have report it on january 2021,they said that those order id has been already returned to us,, they said that january 3 is the date received by our guard, but we have no guard and our office resume on january 4, and the other id they said that dec 29 2020 around 6pm is the date received also by our guard, but we have no guard and our office hour is 8 am to 5pm only from monday to saturday.. until now no solution of my concerned always shopee said that its already beyond 30 days , they can only take note that issue.. do you think there is no solution on that matter.